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Automation Running Twice in a Row

Edited

I have an automation setup to automatically transition cases based on field criteria. Users open the case periodically and change fields. if they change them correctly, the case transitions. The rule triggers anytime the case is updated, but I turned off "allow other rule actions to trigger this rule". 

I'm getting an error where the same case runs twice in a row. This does not happen all the time.

I previously had a conditional as the second step checking for the status, but I integrated that into the other If statements in the hopes it would resolve the problem.

2022-12-13_10-30-38.png

2 answers

1 accepted

1 vote
Answer accepted

Hi @Melissa Kibrick 

The way the rule is written, it will trigger for any change, and trigger multiple times in a row if multiple fields are changed in quick succession.

As your rule seems to target just a few fields, perhaps change from the generic Issue Updated trigger and use the Field Value Changed to only select the fields you care about.  This will reduce the number of rule executions, but it will still trigger for those fields.

A more permanent solution may be to consider your scenario fully to decide if only one field change could lead to one outcome.  That might require multiple rules, but it would also be more focused and have fewer "no actions performed" rule executions.

Kind regards,
Bill

Thanks Bill! This should also hopefully reduce the overall number of rule executions. 

Like Bill Sheboy likes this

My only hypothesis is that the users are moving too fast and changing multiple fields before the automation can update the case.

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